Our Solutions

• We implemented an ITIL process for incident management and problem management

• Our experts bridged knowledge gaps with ‘train the trainer’ program

• We also developed a solid knowledge base, for end users, which could be used to resolve common issues

• Our team created effective documentation for all applications and processes

• We followed an agile methodology to implement change requests and enhancements

• Our specialists held demonstrations to educate users on changes and enhancements

Helping a Manufacturer Make the Best Use of Salesforce for Easy Incident Management

Client Challenges

• There were frequent breakdowns in the client’s Salesforce system

• There was no ITIL process for incident and change management

• The quality of the application documentation process was low

• There was no effective collaboration between the stakeholders

• User adoption of the client’s Salesforce system was very poor

• The client lacked a robust knowledge base

Business Outcomes

• A 40% reduction in the number of system-related issues

• 100% user adoption of the Salesforce system

• The client has enhanced ability to log and track incidents seamlessly

• Seamless, effective collaboration between key stakeholders is facilitated

• A vast improvement in the efficiency of incident and change management

• A robust knowledge base is created, which helps resolve commonly-faced challenges